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What does the patient process look like?

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1. Benefits Investigation

Once your patient’s prescription is received, our team gets to work – verifying insurance coverage and identifying any prior authorization or financial assistance needs.

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2. Initial Patient Outreach

Within one business day, a member of our care team (patient services) reaches out to welcome the patient, explain next steps, and begin personalized onboarding.

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3. Coordinated Prescription Processing

We manage all the moving parts – prior authorization, nursing coordination, and clinical assessment – to ensure therapy starts without delay.

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4. Medication Shipment

Medications are delivered before the start of care, with careful handling and scheduling to match the patient’s treatment plan.

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5. Ongoing Patient Support

After treatment begins, we check in to confirm tolerance, answer questions, and offer continued guidance tailored to the patient’s needs.

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6. Refill Coordination & Reassessment

We proactively assess clinical progress and coordinate refills 7 days before the next dose – keeping care on track and patients supported.

Welcome Packet

Download your Welcome Packet for quick access to essential information, resources, and support to help you start your therapy smoothly.

Download Packet
New Patient Handbook

Patient Rights

River’s Edge Pharmacy shall honor patient rights and responsibilities and inform the patients of their rights and responsibilities in the care process. Patients will receive a written copy of Patient’s Rights and Responsibilities at the time of the initial order shipment. River’s Edge Pharmacy staff will be trained in reviewing Patient Rights and Responsibilities with the Patient/Caregiver and will ensure understanding of these rights and responsibilities. If the patient/caregiver cannot read the statement of rights and responsibilities, an offer will be made to read it to the patient/caregiver, or offer a translator to provide this service in a language the patient/caregiver understands.

Client/Patient has the right to:
  • Select those who provide you with Pharmacy services
  • Receive the appropriate or prescribed services in a professional manner without discrimination relative to your age, sex, race, religion, ethnic origin, sexual preference or physical or mental handicap
  • Be treated with friendliness, courtesy, and respect by each and every individual representing our Pharmacy, who provided treatment or services for you and be free from neglect or abuse, be it physical or mental
  • Assist in the development and preparation of your plan of care that is designed to satisfy, as best as possible, your current needs, including management of pain
  • Be provided with adequate information from which you can give your informed consent for commencement of services, the continuation of services, the transfer of services to another health care provider, or the termination of services
  • Express concerns, grievances, or recommend modifications to your Pharmacy services, without fear of discrimination or reprisal
  • Request and receive complete and up-to-date information relative to your condition, treatment, alternative treatments, risk of treatment or care plans
  • Receive treatment and services within the scope of your plan of care, promptly and professionally, while being fully informed as to our Pharmacy’s policies, procedures, and charges
  • Request and receive data regarding treatment, services, or costs thereof, privately and with confidentially
  • Be given information as it relates to the uses and disclosure of your plan of care
  • Have your plan of care remain private and confidential, except as required and permitted by law
  • Receive instructions on handling drug recall
  • Confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information; PHI will only be shared with the Patient Management Program in accordance with state and federal law
  • Receive information on how to access support from consumer advocates groups to receive pharmacy health and safety information to include consumers rights and responsibilities
  • Know about philosophy and characteristics of the patient management program
  • Have personal health information shared with the patient management program only in accordance with state and federal law
  • Identify the staff member of the program and their job title, and to speak with a supervisor of the staff member if requested
  • Receive information about the patient management program
  • Receive administrative information regarding changes in or termination of the patient management program
  • Decline participation, revoke consent or disenroll at any point in time
  • Be fully informed in advance about care/service to be provided, including the disciplines that furnish care and the frequency of visits, as well as any modifications to the plan of care
  • Receive information about the scope of services that the organization will provide and specific limitations on those services
  • Be informed of client/patient rights under state law to formulate an Advanced Directive, if applicable Have one’s property and person treated with respect, consideration, and recognition of client/patient dignity and individuality
  • Be able to identify visiting personnel members through proper identification
  • Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/patient property
  • Voice grievances/complaints regarding treatment or care, lack of respect of property or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal
  • Have grievances/complaints regarding treatment or care that is (or fails to be) furnished, or lack of respect of property investigated
  • Confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information
  • Choose a health care provider, including choosing an attending physician, if applicable
  • Receive appropriate care without discrimination in accordance with physician orders, if applicable
  • Be informed of any financial benefits when referred to an organization
  • Be fully informed of one’s responsibilities

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Still unsure? Need more information?

We know your health is your top priority and you should move forward with confidence. Check out some frequently asked questions or explore our resource center with information to the therapies we offer and the conditions we treat.

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